sfhdifeb2017-how devops thinking can improve service and support
TRANSCRIPT
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WELCOMESan Francisco Bay AreaLocal Chapter Meeting
February 16, 2017
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Today’s Meeting Agenda11:30 – 12:00• Registration/Networking/Lunch • Introductions
12:00 – 1:30• Announcements• Keynote - How DevOps Thinking Can Improve Service and Support
Informal DiscussionRaffle Drawing
Thank you to LinkedIn and Ellie Mae for hosting our meeting location today
Please complete our survey https://goo.gl/iClK4u
Today’s Speaker
Roy AtkinsonHDI Senior Writer/Analyst
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Introductions• Connect with 2 or 3 people who are “new to you”
– Find out their answers to the following questions: • 1 – Their name • 2 – Company • 3 – Functional Title (what they do) • 4 – Number of years they have worked in IT • 5 – Find three things you have in common - For instance you all like the beach
• Connect with another group and share the things you have in common
Extra Credit – take a picture while you are doing this and post to our SFHDI Facebook Page - https://www.facebook.com/BayAreaHDI
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• Each year, HDI works jointly with the local chapters to identify and award the highest honors in the technical service and support profession.
• Nominations open in August• The SFHDI chapter winners compete with their peers regionally to
represent at the HDI Annual Conference & Expo• An exclusive membership benefit
– Analyst of the Year– Desktop Support Technician of the Year
Let’s Celebrate our Award Winners!
http://ThinkHDI.com/IndustryAwards
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2016 SFHDI Award WinnersAnalyst of the Year
Paul MakLinkedIn
Desktop Support Technician of the Year
Luis TorresSynopsys
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San Francisco Bay Area HDI Board of Directors
VP CommunicationsCathy Miller (LinkedIn)
VP ProgramsRob Matheson (CompuCom)
VP Vendor SponsorshipsJosh Furr (LinkedIn)
Co-VP FinanceNenita Rozzi Bren Hanson (Exchange Bank)
Past President/Chapter AdvisorLarry Motsenbocker (Fujitsu)
PresidentTerri Oropeza (Synopsys)
Members at Large - Leadership CouncilDawn Dunn (Wilson Sonsini Goodrich & Rosati
Hillary Hernandez (Robert Half Technology)Karen Whitcomb (Ellie Mae)
James Hagan (LinkedIn)
Grow your career, build your network, and utilize industry resources
Join Us! Help us grow the SF Bay Area Chapter
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ThinkHDI.com/[email protected]
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The Most Passionate Community in Tech Support
“HDI cares about and celebrates the success of every member of our community. Together we arestronger.” —Yvonne Harrison, Director Consulting Services, CGI
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HDI Members:Now More Connected Than Ever
Connect and collaborate with professionals who share your goals and challenges
Only at HDIConnect! Connect.ThinkHDI.com
Gain exclusive access to the best industry resources—hand-picked by experts and practitioners
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• HDI Training Experience | March 20-24, 2017 | Phoenix, AZ. – A tech support training experience unlike any other, with savings of up to $700! Learn
more at ThinkHDI.com/HDITrainingExperience.• HDI members automatically save $100.• Save $200 when you register during early bird pricing.• Bundle and save $200 when you combine courses• Save $200/person if you send 3+ people from your organization. • Every registrant who uses your Local Chapter code, gets $50!
• Local Chapter Code is TBSF• The 2016 Technical Support Practices & Salary Report is Here!
– Gain insights on metrics, ticket management, operations, technology use, and support salaries from 2016.
– Be sure to get your copy of this free, members-only report • http://connect.thinkhdi.com/viewdocument/2016-technical-support-practices
What’s Hot at HDI
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OUR LOCAL CHAPTER DISCOUNT
**Additional $200 Off**
HDI17SFUSE PROMO CODE
atHDIConference.com
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Upcoming Meetings and Events• Webinar – Feb 16, 2017 – 10 am
– The Road to Award-Winning KCS: A Case Study with Lowe's and Spectrum Health
• March 17 – The Future of AI in IT– Mountain View @ Synopsys - Multicast in SF and East Bay
• Webinar - Mar 30, 2017 – 10 am– The Pursuit of Award-Winning Service Improvement: A Case Study from CGI
Federal
• April 6 – Sacramento HDI Big Event One Day Conference• April 28 – Authentic Leadership with Julie Mohr
– East Bay location. Multicast in SF and South Bay
• May 9-12, 2017 HDI Annual Conference– Connecting the World of Technical Support
• Gaylord National | Washington, D.C.• The most comprehensive four-day event covering all aspects of the technical
support industry
• June 7 - TBD Local Chapter Meeting• Summer 2017 – SFHDI Tech Taps
– Locations in SF, South Bay and East Bay To Be Announced
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Get Social Us With Mention us today:#SFHDI
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Thanks to our Sponsors
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How DevOps Thinking Can Improve Service and Support
California Chapters • February 2017Roy Atkinson
Senior Writer/Analyst, HDI
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About
• 15 years experience as a practitioner• White papers, SupportWorld articles, research
reports• HDI and FUSION Conference Faculty• Co-host: DevOps FUSION 2015• DevOps / Agile Track Chair
FUSION 2016, 2017• Chapter Advisor - HDI Northern New England• Advanced Management Strategy
Tulane University Freeman Graduate School of Business
Twitter: @HDI_Analyst | @RoyAtkinson
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Agenda
• A brief history of DevOps• Myths about DevOps
– Why DevOps isn’t just about automation– Why DevOps doesn’t mean ITIL® is dead
• The Three Ways of DevOps • How support can learn and benefit from DevOps
ITIL is a registered trademark of AXELOS, Ltd.
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But first, our theme song…
Ooooooooooooohhh…
San Diego, San Francisco, LA, SacramentoProbably I won’t remember where I even went-ohWe will talk about the DevOps to a great extent-ohSan Diego, San Francisco, LA, Sacramento!
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Here is a framed picture of the magic bullet that cures all IT problems:
Before we start
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In the Beginning…
#DevOpsDays
Patrick Debois
John Allspaw and Paul Hammond
Live stream
#DevOps
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What is DevOps, Anyway?
DevOps is “the set of cultural norms and technical practices that enable organizations to have a fast flow of work from Development through Test and deployment, while preserving world-class reliability, availability, and security.” – Gene Kim
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DevOps
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October 2016
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DevOps: The Myths
DevOps:1. is only for startups2. replaces Agile3. is incompatible with ITIL®
4. means eliminating IT Operations5. is just “Infrastructure as Code” or Automation6. is only for open-source software7. is incompatible with information security and
compliance
DevOps Handbook, xiv-xvi
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1. DevOps is only for startups
DevOps: The Myths
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2. DevOps replaces Agile
• DevOps and Agile are compatible• Agile is an enabler of DevOps
DevOps: The Myths
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2. DevOps replaces Agile
DevOps: The Myths
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3. DevOps is incompatible with ITIL®
DevOps: The Myths
A well-tended service management road…Can DevOps and ITIL co-exist? A story of two IT service philosophies – ZDNet
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But Don’t Take My Word for It
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4. DevOps means eliminating IT operations
DevOps: The Myths
“No Ops”
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5. DevOps is just “Infrastructure as Code” or Automation
DevOps: The Myths
Source: DevOps.com
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6. DevOps is only for open-source software
DevOps: The Myths
Achieving DevOps outcomes is independent of the technology being used.
- The DevOps Handbook
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7. DevOps is incompatible with information security and compliance.
DevOps: The Myths
Instead of a final check at the end of the assembly line,controls are integrated into every stage of daily work.
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The Three Ways
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The Three Ways
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The Three Ways
Does this remind you of anything?
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KCS
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Where Are We Now
HDI Research Brief, February 2016
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Where Are We Now
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Where Are We Now
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The First Way
Systems Thinking:Start looking at the complete value chain
through to the customer.
Dev Ops - Support
Marketing
Sales
Custome
r Service
Customer
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The Second Way
Feedback loops
Dev
Ops - Support
Marketing Sales
Customer Service
Customer
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The Third Way
Experimentation and learning
Devps -
SupportMarketing Sales
Customer Service
Customer
Dev
Ops - Support
Marketing Sales
Customer Service
Customer
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In Other Words
Barclay Rae: ITSM Goodness
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How Support Can Learn from DevOps
Silos are for corn, not companies.
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Conclusions
• No framework or methodology will, by itself, cure all your problems
• Don’t believe the hype• Don’t believe the myths• Have your ITSM house in order• Learn from and work with DevOps initiatives in your
organization• Get involved early and often• End the blame game• Collaborate
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Contact me:[email protected]
@RoyAtkinson | @HDI_Analyst
This Friday, February 17: How are you handling knowledge management?
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Please complete our survey
https://goo.gl/iClK4u
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And the winner is…• Random drawing from all three sites for
today’s lucky winners– Plantronics Voyager 5200 UC
• Donated by– Amazon Gift Card Provided by SFHDI– Predator FPV Drone
• Donated by CDW